Customer Relations Consultant (EDR) 12month contract
Core
Manage escalated customer complaints through AFCA and external dispute resolution bodies, conducting investigations, preparing compliant responses, and negotiating fair outcomes.
Role type
Senior Customer Relations Consultant (Dispute Resolution)
Builds
Fair customer resolutions and systemic improvements in complaint management
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
AFCA process navigation, regulatory interpretation (RG 271, Privacy Act), complex negotiation, financial settlement structuring, trend analysis, root cause identification, banking product knowledge (credit/collections)
Preferred skills
Legal collaboration, data-driven insight generation, stakeholder influence
Technologies
AFCA systems, banking core systems
Responsibilities
Lead end-to-end investigations of escalated complaints, prepare clear and compliant written responses, negotiate fair outcomes including financial settlements, attend conciliation conferences, identify trends and root causes to support continuous improvement
Seniority
Senior, hands-on IC